ITSM Tools Lead

Leadership & Resource Management

• Lead the ITSM tool team in supporting ITSM tool services.
• Manage resource availability, capacity, and capability to deliver ITSM tool services.
• Oversee team skilling and certification on ITSM tools to maintain expertise and readiness.

Technical Implementation & Support

• Collaborate with project teams to define and deliver technical requirements for ITSM tools.
• Implement new services and drive service improvements within the ITSM tool environment.
• Ensure ITSM tools are operational in production and upgraded to the latest versions.
• Perform maintenance of the Remedy/Helix production environment, including patching, security updates, and upgrades.

Solution Design & Advisory

• Translate business requirements into technical solutions with a customer-centric perspective.
• Advise stakeholders on options, risks, and impacts of business processes and technical solutions on the Remedy/Helix platform.
• Propose high-level designs and technical solutions for BMC Remedy/Helix ITSM implementations.
• Support proof-of-concept activities for customer engagements.

Operations & Change Management

• Prepare project documentation as required.
• Execute change requests and implementations on the Remedy/Helix production environment.
• Perform troubleshooting and issue resolution for Remedy/Helix-related problems.
• Conduct capacity management to ensure the Remedy/Helix environment remains stable and performant.

Security & Compliance:

• Compliance to Lenovo security and policies

Documentation & Reporting:

• Ensure documentation is up-to-date and accessible for team reference.
• Prepare daily, weekly, monthly, and ad-hoc reports for management review.

Advanced Skills:

• People management of a team of ITSM Tool Specialist
• Certifications: BMC Remedy/Helix

Required Qualifications

• Education: Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.
• Years of Experience: >3 year
• Technical Stack: Experience in BMC Remedy/Helix
• Core Competencies: Well-spoken in English

Advanced Skills: Added Advantage

• Solid project experience in deploying, configuring, and integrating BMC Remedy ITSM 7.x, 8.x and/or 9.x, Helix ITSM 22.x, 25.x, 26.x
• Strong ITIL Framework concepts, ITIL certifications are highly preferred
• Excellent written and verbal communication skill in English
• Customer -oriented
• Good leadership, analytical, inter-personal and problem solving skills
• Positive attitude, fast-learning, energetic, able to perform in challenging environment
• Certifications: BMC Remedy/Helix
• Industry Experience: BMC Remedy/Helix tools
• Schedule: 9x5 on call standby